Foundation · 2 min
What you need to know
How easy should ecommerce returns be?
A legitimate customer should be able to understand eligibility, submit a request and see the next step without repeated contacts. Add review only where evidence, cost or risk justifies it.
Should customers start returns online?
Usually yes. An online form can validate the order and item, collect the reason and display status, while still offering assisted support for exceptions.
What information should customers provide for a return?
Collect the order, item and quantity, return reason, condition, requested remedy and contact details. Ask for evidence only when it helps decide or process the case.
Should customers select a return reason?
Yes. Use a short, specific reason list plus optional detail so the store can route the return and improve products without forcing every case into “Other.”
Should customers upload photos for damaged products?
Ask for photos when damage, packaging or carrier evidence will affect the remedy or claim. Keep the upload simple and provide another path when the customer cannot supply a photo.
Should returns require merchant approval?
Standard eligible returns can be approved automatically. Use merchant review for late, damaged, high-value, policy-exception or suspicious cases and explain any waiting step.
Should customers receive a return label automatically?
Provide a label automatically when the approved workflow and carrier support it. Confirm who pays, the destination, expiry and whether the customer needs a printer.
How should customers track return status?
Show a timeline from request through approval, transit, receipt, inspection and refund or exchange. Notify the customer when a stage changes or action is required.
Foundation · 2 min
Frequently asked questions
Should every return require approval?
Not always. Standard eligible returns can be automated, while damage, high-value, late or policy-exception cases may need review.
What return statuses are useful?
Use clear stages such as Requested, Approved, Label Sent, In Transit, Received, Inspected, Refunded, Exchanged or Declined.